General Terms and Conditions of the Travel Agency

1. GENERAL PROVISIONS

These General Terms and Conditions regulate the mutual relationship between the travel agency STELLA MEDITERRANEA d.o.o. (hereinafter: the “Agency”) and the users of services (hereinafter: the “Customer”) when booking, purchasing and using tourist and related services provided or mediated by the Agency through the website:

• https://tickets.stella-croatica.hr/hr

By purchasing a ticket, making a reservation or using the services, the Customer confirms that they are familiar with these General Terms and Conditions and fully accept them.

These Terms have been drawn up in accordance with the Act on the Provision of Tourism Services, the Consumer Protection Act, the Civil Obligations Act and other applicable regulations of the Republic of Croatia.

2. INFORMATION ABOUT THE TRAVEL AGENCY

Company name: STELLA MEDITERRANEA d.o.o.

Registered office: Mihovilovići 21A, 21231 Klis, Republic of Croatia

OIB: 44992758804

E-mail: turizam@stella-croatica.hr

Telephone: 021 210 250
Website: https://tickets.stella-croatica.hr/hr

Competent authority: Ministry of Tourism and Sport of the Republic of Croatia

3. SERVICES PROVIDED BY THE AGENCY

Through its online platform, the Agency enables the booking and purchase of tourist and related services, including, but not limited to:

• tickets for the Stella Croatica Olive Museum • tickets for Klis Fortress • organized individual and group tours • guided tours • gastronomic workshops • tastings of olive oil and traditional products • educational programs • combined tourist packages • other tourist, cultural and gastronomic experiences

A detailed description of each service, its duration, content, price and any special rules are listed next to each individual offer on the website.

4. RESERVATIONS AND CONCLUSION OF CONTRACT

A reservation and purchase of a service shall be deemed completed after:

• successful online reservation, • completed payment, • receipt of the reservation confirmation or electronic ticket.

The contract between the Agency and the Customer shall be deemed concluded at the moment the reservation is confirmed by the Agency.

When making a reservation, the Customer is obliged to provide accurate and complete information. The Agency shall not be liable for consequences arising from inaccurate or incomplete information provided by the Customer.

5. PRICES AND PAYMENT

All prices are expressed in euros (EUR) and include VAT, unless stated otherwise.

The Agency reserves the right to change prices before confirming the reservation.

Payment is made via the available online payment methods listed on the website.

After successful payment, the Customer will receive a reservation confirmation and/or electronic ticket at the provided e-mail address.

6. CANCELLATION AND REFUND TERMS

The Customer has the right to cancel the reservation in accordance with the terms listed for each individual service.

Unless otherwise stated for an individual service:

• cancellation up to 24 hours before the start of the activity – full refund possible • cancellation within 12 hours before the start of the activity – no right to a refund • no-show by the user – no right to a refund

The Agency reserves the right to cancel or change the activity date in the event of:

• force majeure, • adverse weather conditions, • safety reasons, • technical or organizational reasons.

In such cases, the Customer will be offered:

• a new date, • a replacement service, • or a refund of the paid amount.

7. CUSTOMER OBLIGATIONS

The Customer is obliged to:

• adhere to the scheduled time and the organizer’s instructions, • comply with safety rules, • behave appropriately towards other visitors, employees and cultural heritage, • have a valid reservation confirmation or ticket.

The Agency has the right to refuse to provide the service to any person whose behavior endangers safety, property or other visitors, without the right to a refund.

8. LIABILITY OF THE AGENCY

The Agency is responsible for the proper performance of the services it organizes and provides in accordance with the applicable regulations of the Republic of Croatia.

The Agency shall not be liable for:

• loss of or damage to the Customer’s personal belongings, • injuries resulting from failure to follow instructions, • consequences of force majeure, • actions of third parties.

The Agency’s liability is limited to the amount of the contracted service.

9. PERSONAL DATA PROTECTION

The Agency processes personal data in accordance with the General Data Protection Regulation (GDPR) and the applicable regulations of the Republic of Croatia.

Personal data are used exclusively for the purpose of:

• processing reservations, • providing contracted services, • communicating with users, • fulfilling legal obligations.

Details on the processing of personal data are available in the Privacy Policy published on the website.

10. CUSTOMER COMPLAINTS

In accordance with Article 10 of the Consumer Protection Act, the Customer may submit a written complaint:

• by post, • by e-mail,

The Agency will respond to the complaint within the statutory period of 15 days from the date of receipt of the complaint.

11. ONLINE DISPUTE RESOLUTION

In accordance with special regulations of the European Union, disputes related to online purchases may be resolved through the online dispute resolution platform:

https://ec.europa.eu/consumers/odr/

12. GOVERNING LAW AND JURISDICTION

These General Terms and Conditions are governed by the law of the Republic of Croatia.

All disputes shall fall under the jurisdiction of the competent court in the Republic of Croatia.

13. FINAL PROVISIONS

The Agency reserves the right to amend these General Terms and Conditions at any time.

The current version of the General Terms and Conditions is published on the website and applies from the date of publication.

Effective date: 18/05/2026